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KPN Selects CosmoCall Universe to Enable Contact Center Online

December 03, 2007

CosmoCom, a Call Center Consolidation 2.0 company, has announced that KPN has selected its flagship CosmoCall Universe platform to enable a new Contact Center Online service.

This new service leverages KPN’s extensive experience in the contact center space, while also enabling organizations to implement a comprehensive customer contact center that can be staffed by premise-based agents, in addition to virtual and home-based agents.

The hosted service is designed to be faster and easier to deploy than traditional premise-based models. This service can also eliminate the need for a large capital expenditure. KPN’s Newtel Essence division is set to sell and implement the new service.

Contact Center Online is based on CosmoCom’s CosmoCall Universe (CCU). This all-IP platform is designed to provide professional contact center functionality that any organization can use quickly and easily.

The service, which offers features such as multi-channel call routing, e-mail management, voce response, multimedia recording and contact history, will be charged monthly, with fees based on usage.

This new service enables KPN to provide its customers with professional, unified multi-channel customer contact for both inbound and outbound applications. CosmoCom and KPN Newtel Essence expect rapid growth in customer contact activities in The Netherlands over the next few years, as well as a rapid uptake of the new service to meet this growing demand.

“In the battle for customer loyalty, the quality of customer communication is more and more important,” said Marcel Otto, Managing Director of KPN Newtel Essence, in a Monday statement.

“Successful organizations need access to the best available communication technology, and that’s what Contact Center Online provides. CosmoCom’s technology enabled us to create what we are confident will be a winning offering: an affordable service with significant capabilities, flexible deployment options, and usage-based pricing with little or no up-front investment.”

“CosmoCom is pleased and proud to welcome KPN Newtel Essence to its growing community of top-tier service providers throughout the world,” commented Ari Sonesh, CosmoCom’s Chairman and CEO, in Monday’s statement.

“KPN's remarkably high level of knowledge and experience in the Netherlands contact center market creates a unique opportunity for both companies to prosper. We are confident that CosmoCom's world-class platform and KPN's presence and reach in a major European market will be an unbeatable combination.”

KPN has done well to understand that organizations need to have options that allow them to customize their customer service operations according to the needs of the organization, as well as the needs of their customers. By selecting CosmoCom’s solutions, the company can help to drive demand for its solutions, while strengthening its market position and chances for long-term growth.

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Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for